Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date.
Visit the My Orders page in your My account and click on TRACK ORDER to get real time status of your order
How do I track the status of my order(s)?
Visit the My Orders page in your My account and click on TRACK ORDER to get real time status of your order.
What is the difference between shipping and delivery?
Shipping refers to packing and dispatching of your order. You will find a shipping timeline on the products displayed on our site (E.g. Dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days depending on the address specified for the order.
Do I have to pay any shipping or delivery charges?
No, You don't have to pay for shipping/delivery charges it is absolutely free in Hokosoko.
What should I do if I find my package opened or tampered with upon delivery?
Please don't accept an open or tampered package. Report this concern by contacting us through phone or mail within 48 hours period. We will look at it immediately and get back to you.
Which courier company do you use for delivery?
We have tied up with a number of reputed courier partners. The courier service provider for your order is selected based on your location.
I want to ship something abroad. Can I do that?
We don't deliver products internationally right now. However, you can place orders to India from anywhere in the world.
CANCELLATIONS AND RETURNS
When will I get my refund?
If you want refund in your bank account it will take 5-7 working days and if you want My Wallet, it will be initiated in 24-48 hours.
How do I return or replace a product?
Just contact us and place a request for return or replace, and we will take care of the rest. You can return a product to Hokosoko.com if:
Within 10 days of receipt of your order.
Within 48 hours of receipt of your order for mentioned below:
Physically damaged product/Defective Product
Unhappy with the product quality
The product is different from description on the website
Size/Fit issue/Missing Product
We’ll arrange for pickup of your package within 4 working days of receipt of your request through one of our courier partners.
How do I cancel my order?
You can cancel your order any time before the shipping of your product. Just contact us for support. We will cancel it and initiate your refund.
What do I do if I receive wrong product/Missing Product?
If you receive a wrong/missing product, we request you to report your concern through our Contact Us form or call us within 48 hours of receipt of your order. We’ll get back to you and arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.
What do I do if I receive a faulty product/Defective /Damaged?
If you receive a faulty /defective/damaged product, we request you to Contact Us within 48 hours of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint and inspect the product. If the product is found to be faulty/defective/damaged, we’ll replace it for you/refund the entire amount, as per your request.
What are the Terms and Conditions for return/replacement?
Our 10 days return and policy ensures that you have a hassle-free shopping experience with Hokosoko.com. Our service guarantees your purchase and gives you 100% of your money back in case we falter on our commitments. Following are the terms and conditions for return/replacement. ALso for more details on Product return/replace please visit our Refund Policy.
Products must be in their original condition
Only unused, unaltered, unsoiled products with their original tags will be accepted
Brand packaging should be intact
Brand's policy shall apply for specific branded product. We source branded products and these products are bound by brand policies of repair, exchange, refunds and cancellations thereby binding the customer with the same
Replacements will be made basis availability of that product on the website
You need to submit a short video along with the images of the product within 48 hours of the receipt of your product.
I am not satisfied with the quality of product I received. What should I do?
Dont worry! If you are not satisfied with the quality of your product, we request you to report your concern through our Contact Us form or call us within 10 days of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint, check for the product quality and if approved, we’ll initiate refund/replacement of the product as per your request.
I bought an item and it does not fit my size. Can I change it?
Absolutely!! Hokosoko.com offers a “No question asked size change policy” for your apparel and footwear. You can get the size exchanged anytime whilst sitting at home. Report your concern through our Contact Us form or call us within 48 hours of receipt of your order. We’ll get back to you and arrange reverse pickup for the product within 4 working days of date of receipt of your complaint and replace with the right size.
What do I do if the product received is physically damaged?
If you receive a physically damaged product, we request you to report your concern through our Contact Us form or call us within 48 hours of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 3 working days of receipt of your complaint, check for the physical damage and if approved, we’ll initiate refund/replacement of the product as per your request.
How long will it take to cancel my order?
We take 1-2 business days to cancel your order and initiate refund if applicable. You will be intimated once cancellation is complete.
What if I choose to have replacement and the product is sold out on Hokosoko.com ?
Replacements are made basis availability of the product on the website. If the product is not available on the website, we’ll initiate refund after your confirmation.
What do I do if product received is different from the description on Hokosoko.com ?
If you receive a product that is different from the description on Hokosoko.com ,we request you to report your concern through our Contact Us form or call us within 48 hours of receipt of your order. You will then be requested to share videos and images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.
Is there any item not eligible for return/replacement?
All items which can be resold are always eligible for return. The following items are not eligible for return/replacement:
Items that have been worn/washed/soiled
Innerwear, lingerie cannot be returned on account of hygiene
Products which were sold as combos/sets, are not eligible for return/replacement as individual items
Seal open branded electronic items cannot be returned in case of not being happy with the product as they can’t be resold
In case of branded electronic items, brands’ return, repair and replacement policy will apply
There are list of producst which are not eligible for return and is mentioned on product
Do I need to pay the courier company to send my product back? Will I get the money back?
If we arrange the pick up of your product, you don't need to pay anything. In case we are unable to arrange a reverse pickup for you, we’ll inform you and request you to return the product via any other courier. We will refund the amount the full courier amount in My Wallet up to Rs. 400
When will I get my refund?
Your refund will happen as per the below mentioned timelines. Please note that the refunds are dependent on external agencies such as banks, payment gateways and external couriers (for cheques).
Debit Card/Credit Card/Net Banking
5-7 working days from the refund initiation date
5-7 working days from the refund initiation date
I paid cash on delivery, how would I get the refund?
If the mode of payment was cash on delivery (COD), we will initiate a NEFT bank transfer to your bank account. Hokosoko.com will contact you for your bank account details. It normally takes 7-10 days for your money to get reflected in your bank account. You may also choose to have the amount refunded in My Wallet so you can purchase any product from Hokosoko.com without any hassles.
What about my refund after cancellation?
Don’t worry as your payment is protected. We take anywhere from 7-15 working days to complete your refund request. The refund amount will be credited in the same account as you had made the payment from. Refunds can also be made in My Wallet which you can use to purchase any other product from Hokosoko.com or an NEFT transfer to your bank account
How will I get a refund for the product I cancelled or returned?
For returned products, we will first try to find a replacement for it. If we cannot, we will initiate a refund. For both cancelled orders and returned products, you will recthe refund amount will be credited back into the same account (online banking, credit card, debit card) that you used to make the purchase. You may also opt for My Wallet if interested.
What are the details you require to process NEFT refund?
Once you agree for NEFT refund, you will receive an email from Hokosoko.com customer support team asking for Bank Name, Account Number, Account Holder’s name, IFSC code and Location of the bank. We initiate refund process as soon as we receive the details from you and it takes 7-10 working days for the money to be credited to your account.
Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?
We are sorry, in case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as the one you made payment from. However, you can opt for this if you made the payment through COD (Cash on Delivery).
PURCHASING ON HOKOSOKO.COM
Do your products come with guarantee/warranty details?
Hokosoko guarantees 100% customer satisfaction, security, quality, support and value for money. All products sold on Hokosoko are original and covered under fixed period manufacturer warranty for hardware or software issues, wherever applicable. Please read the product page carefully for more details.
I haven't received any SMS/e-mail confirmation about the order I just placed on Hokosoko What should I do?
Please Contact Us with your transaction details and we will look into it immediately and get back to you with the confirmation.
I have added a few products to my cart but I won't be buying them now. Can you save my list?
Yes, absolutely. We will keep your cart saved with us. The selected items will not be removed unless you remove those. However, since our inventory sells out fast, it is advised that you complete your purchase as soon as you can.
Can I buy more than one product in one go?
Yes, you can. As you click the Buy button on a product page, it gets added to your shopping cart. You can add as many products as you want and then pay for the entire order in one go!
I am interested in a product that is sold out. How can I buy it?
Don't be disheartened if a product you like is not available currently. Click the Notify Me button/link on the product page. We will let you know the moment your selected product is back in stock.
I don't know how to buy online. What should I do?
Don't worry if you have never bought online. Here are the steps to buy products and deals on Hokosoko.com
Click the Buy button on the product or deal you like.
Click the Proceed to Payment button.
Enter your name, e-mail ID and phone number next.
Enter your shipping address if you are buying products.
Click the Proceed to Payment button.
Select your payment mode (Credit card, Debit card, Netbanking, Cash on Delivery, Credit Card EMI).
If you are not comfortable paying online, you can choose the Cash on Delivery option and pay on the actual delivery of your product. The option, however, does not apply if you are buying deals.
How do I know my purchase is complete?
You will see a confirmation message on the screen along with your order number. If you have bought deals, you will also receive your Hokosoko voucher over email and SMS to confirm your purchase.
I did not get an invoice with my product bought from Hokosoko.com . What should I do?
All Hokosoko.com products are delivered along with an invoice. In case an invoice is not given to you along with your delivered product, please Contact Us with your transaction details and we will look into it immediately.
What is My Wallet?
My Wallet is a type of money that can (only) be used on Hokosoko.com to make purchases. My Wallet is non-transferrable.But incase if you want to withdrawl money into your account you can do that by sending us request. Hokosoko.com reserves the right to amend policies related to distribution/redemption of My Wallet.
Can I use My Wallet to purchase any product or deal on Hokosoko.com ?
You can use My Wallet to purchase most products on Hokosoko.com . However it may not be applicable for some of the products.
What is COD?
COD refers to Cash On Delivery. It doesn’t matter if you don’t want to use your credit/debit card or use internet banking. You have the option of paying for the purchase at your doorstep. Just place your order and make cash payment upon the delivery of your order.
Can I pay COD (Cash On Delivery) for every product I buy on Hokosoko.com ?
The cash-on-delivery option may not be available on all products. The product details page indicates whether cash on delivery is applicable for a particular product.
Is it safe to save card details on Hokosoko.com ?
Your card details are 100% safe with us. The card details are saved only after successful completion of your order.
What information does Hokosoko.com store when I save my card?
We use Razorpay as our payment partner who stores only the card number, the cardholder name and the card expiry date. We do not store the CVV number or the 3D secure password. Even for a saved card, you need to enter your CVV number for every transaction, thereby keeping the control with you.
What is the advantage of saving my card on Hokosoko.com ?
Shopping is faster as it saves you the hassle of entering your card details every time you buy at Hokosoko.com Saved card details can be used to make payments during the checkout process.
How many cards can I save on Hokosoko.com ?
As many as you like :)
Is there a pre-requisite for saving a card and using it?
If you are a registered user at Hokosoko.com and are logged in during the transaction, you will be able to save the card if you choose the credit card or debit card option. In case you want to use a saved card, the Saved Card checkbox is just below the place where you enter your card details. You should be logged in to use a saved card for your transaction.
What kind of cards I can save on Hokosoko.com ?
You can save any Master/Visa credit card and any Master/Visa/Maestro debit card. The card should have been issued in India.
My transaction failed but the money was deducted from my account. What do I do?
Please Contact us with your transaction details and we will look into it immediately. If your money has not reached us, it will surely be refunded back to your account.
How does the refund process work and what is the time limit?
Once the order is cancelled at the merchant’s website or in case of failed transactions, Hokosoko.com ensures that you get the amount to be refunded within 7-15 days of cancelling the order depending upon the bank.
Does My Wallet have an expiry date?
Yes, My Wallet has an expiry date. Depending on the reason due to which My Wallet has been credited to your account, it is assigned a specific expiry date. You may check the expiry date of your My Wallet under My Wallet section in your profile. You need to be logged into your account to view this.